Customer Experience Strategy Lead (CX Operations vertical) - Remote

Overview

As part of the Customer Experience team within the Operations vertical, you will be responsible for the Customer Experience Strategy, focusing on initiatives to enhance customer satisfaction and loyalty.

In Short

• Build a long-term vision for Customer Experience at Aspire.
• Lead customer journey mapping to identify friction points.
• Drive reduction in contact and detractor rates.
• Leverage Gen-AI solutions for CX transformation.
• Implement and track chatbot strategies.
• Conduct competitive benchmarking for CX practices.
• Lead customer mystery shopping exercises.
• Utilize a tech-first mindset to enhance customer experience.

Requirements

• 10-12 years of experience in customer experience strategy in the fintech industry.
• Strong stakeholder management skills.
• Experience in consulting and driving CX strategies.
• Ability to think both short and long term.
• Hands-on leadership in customer journey mapping.
• Strategic and analytical mindset.
• Customer-obsessed approach.
• Strong communication skills.

Benefits

• Uncapped flexible annual leave.
• Hybrid work arrangement.
• Training subsidy for professional growth.
• Wellness benefits.
• Team bonding budget.
• Flexibility to work from anywhere for up to 90 days per year.
• Strong company culture.